​At Swim Superb, we are committed to delivering high-quality swimming lessons in a safe and supportive environment. This refund and cancellation policy outlines our approach to missed lessons, cancellations, and refunds due to unforeseen circumstances, including medical reasons.

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1. General Policy

• All bookings are non-refundable unless covered by specific conditions outlined below.

• Payments are made in advance to secure your child’s place in a course or term.

• By enrolling, you accept this policy as part of your booking agreement.

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2. Cancellations by Swim Superb

• If Swim Superb cancels a lesson (e.g. due to pool closure, staff illness, or adverse weather), we will:

  • Offer a make-up lesson where possible.

  • If a make-up cannot be arranged, a credit will be applied to your account for future bookings.

  • Refunds may be issued only if credits or alternatives are not feasible.

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3. Customer Cancellations

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3.1 Term/Block Bookings

• Cancellations made more than 14 days before the start of the course may be eligible for a full refund minus an administrative fee (£10).

• Cancellations made within 14 days of the start of the course are not eligible for a refund, unless due to medical reasons (see Section 4).

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3.2 Pay-As-You-Go or Single Sessions

• 24 hours’ notice is required to cancel a session.

• No refund or credit is given for cancellations.

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4. Missed Lessons Due to Medical Reasons

• If a participant misses a lesson due to illness or injury, a credit may be offered at the discretion of Swim Superb.

• Missed lessons are non-refundable.

• All absences must be logged 24 hours in advance.

• A valid medical note may be requested for absences exceeding 6 sessions.

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5. Non-Attendance & Holidays

• No refunds or credits are given for lessons missed due to family holidays, school trips, birthday parties, or other personal commitments.

• Please inform us of absences where possible to support session planning.

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6. Long-Term Illness or Injury

• If a participant is unable to attend a significant portion of a term due to medical reasons:

  • Swim Superb may offer a pro-rata credit or partial refund.

  • A medical letter will be required.

  • Requests must be made in writing to our management team.

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7. Exceptional Circumstances

• We understand that unexpected events occur (e.g. bereavement, family emergencies). Please contact us directly and we will handle these situations with sensitivity and fairness.

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8. How to Request a Refund or Credit

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All refund or credit requests must be:

• Submitted in writing to hello@swimsuperb.co.uk

• Include your name, swimmer’s name, reason for request, and relevant documentation (if applicable)

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9. Processing Times

• Refunds (if approved) will be processed within 14 working days.

• Credits are typically applied to your account within 3–5 working days.